A comprehensive, new QA framework at Experian has been adapted to the needs of diverse customer contact units, engaging colleagues and enabling a huge shift in culture that empowers them to ‘do what is right’, unconstrained by the traditional ‘tick-box’ approach to QA. The carefully crafted scoring mechanism moves colleagues towards success, rather than away from failure, providing unambiguous clarity on critical process and compliance checks, while changing the focus of QA towards developing the skills that create great conversations. The new approach cut critical errors by 36%, halved QA disputes and reduced the training time for QAs by 60%. Output from QA is used increasingly by senior leaders and the framework is future proof – the scorecard is easily adapted to support continual improvement in the business.